Samrat Roy Email & Phone Number

 Incident coordination: Managed day to day incidents, ensuring timely resolution and minimizing impact on service Major Incident Management: Handle MI Process, ensuring timely resolution Problem Management: Facilitated Root Cause Analysis process, ensuring the Problem resolves properly withing time Change Management: Cooardinate and plan Change management processes Global Applications Portfolio Management: Managed the Global Applications portfolio and inventory in Service Now, ensuring 100% completeness and accuracy thorough review with relevant teams. Service Now Relationship Management: Oversaw interface, business capabilities, Service, and server mapping relationship in Service Now, fostering seamless integration and alignment across teams. Application Portfolio Oversight: Reviewed Application portfolio roadmaps with architects and related Application owners, ensuring strategic alignment with organizational goals. Application Status Review: Conducted reviews of Application status and Retirement Dates with the Archive & Decom team, facilitating efficient retirement processes for outdated applications. Reporting and Analysis: Prepared ADHOC reports for relevant stakeholders, providing actionable insights through data analysis and follow-up as necessary. Performance Reporting: Generated Globalization Index and Evolution update reports for Monthly Balance Scorecard for Process Excellence team, enabling informed decision-making through regular performance updates. Leadership Communication: Prepared Monthly PowerPoint deck for the Monthly Leadership meeting, delivering key updates and insights to leadership stakeholders in a clear and concise manner

Kolkata, West Bengal, India

Hired As Project & Resource Coordinator for US Tax team• Initial review of work request before allocation to respective workflow• Manage resource requests; advise managers on availability and set realistic resourcing expectations• Build an understanding of resource skills, experience and work preferences• Effective usage of resource pool by balancing individual desires and personal development plans with job /client needs• Use feedback and reflection to develop self-awareness, personal strengths and address development areas.• Delegate to others to provide stretch opportunities and coach to help deliver results.• Develop new ideas and propose innovative solutions to problems.• Use a broad range of tools and techniques to extract insights from current trends in business area.• Review your work and that of others for quality, accuracy and relevance.• Share relevant thought leadership.• Use straightforward communication, in a structured way, when influencing others.• Able to read situations and modify behaviour to build quality, diverse relationships.• Uphold the firm's code of ethics and business conduct.• Coordinate with internal and external stakeholders like HC, recruitment, global mobility, learning & development, IT & compliance teams, finance for information gathering and smooth flow of business operations.

Kolkata Area, India

• Accountable for interacting with clients and project teams to plan and develop project plans; ensuring that project deliverables meet client requirements and quality standards• Other responsibilities include:o KPI Calculation for the projecto SLA breach calculation for ITSM ticketso VVM updateo Password reset (Gmail/SAP)o Creating Knowledge Articles for the agents, policy documents and PPT for Steering Committee meetingo Feedback tracking for clients and users• Working on ITSM Incident management queue to resolve issues.• Working on Service Now Incident management queue to resolve issues• Providing Provisioning and De-provisioning training to the users regarding the mobile support policy• Checking the on boarding and off boarding NAR &Canada employee list• Worked at SAP SOLMAN to follow up the work of the team• Follow up with the project team for filling out the timecard on a weekly basis• Responsible for solving networking issues like Gmail.• Actively participating in Project Transitions.• Identifying clients’ needs and developing future plans; working with clients’ team to execute the plans to achieve great financial results.• Scheduling client meetings to discuss about project updates and issues; keeping a record of complete project documentations for reference purposes.• Inspecting project team works according to project scope and timelines; maintaining high level of professionalism and competence in client communication.• Monitoring and report project status to clients on regular basis.• Coordinating with the vendors of Capgemini US and Voice Solution Vendors.• Leading administrator of the USA corporate mobile plan.• Managing the escalations for trouble cases caused by Mobile Vendors, contacting dedicated Care Account Specialists and the Sales Representative for case resolution.• Auditing corporate mobile plan, cleaning &updating all databases information regarding the corporate mobile plan• Ensuring that all the numbers are assigned

Kolkata Area, India

Hired to Capgemini’s decentralised Project team to evaluate, plan, design and execute technology workforce strategy objectives, financial management, space management, BCP and similar organization wide strategies. Oversaw all the activities related to delivery management and helped program managers with reporting of financial and workload extracts. Established a core set of best practices and standards or standard operating procedure (SOP) for all projects and eased the process of invoice coordination, reporting/MIS, operation and contractual reporting.• Consulted with project teams & stakeholders to evaluate the processes and sequence of operations (SOP) to uncover areas of improvements and optimise processes regularly to ensure these are in line with the project scope, timelines and client delivery expectations• Coordinated with global mobility teams to forecast the staffing needs, deploy long term & short-term resources and ensured timely availability of resource utilization reports like timesheets, KPI evaluations sheets to respective project stakeholders• Authored multiple knowledge articles, which illustrated the standard operating procedure (SOP) for various project execution teams and IT teams based across the globe• Evaluated and trained resources which resulted in reduction of project costs and ad-hoc support requests by more than 45%• Coordinated with internal and external stakeholders like HC, recruitment, global mobility, learning & development, IT & compliance teams, finance for information gathering and smooth flow of business operations• Competent with Google Spreadsheets & Microsoft team for overall tracking on project progress in terms of resources, time and costs• Successfully handled multiple project transitions with great focus on optimizing available resources to reduce the cost of operations and improve the efficiency of deliverables • Developed various reports and dashboards for the leadership teams.

Kolkata Area, India

Hired to ensure smooth on boarding of clients. Coordinated with existing clients, internal and external teams to support them with various issues, enhancements and ensure smooth operations, profitability and usage of the product.• Followed the standard processes and best practices to on board clients online within stipulated timeframe• Coordinated with service leadership team and respective departmental leaders to design and author strong vendor guidelines• Trained clients from various industries on product catalogue management, transaction management and ensured smooth operations which resulted in improvement in customer satisfaction index by 84.5%

Kolkata Area, India

Learnt about the analysis of sales of non-footwear items and further analysis of old stocksMethod:The study is relied on primary as well as secondary data.• The Primary data is collected through personal interviews using structured questionnaire.• The Secondary data is collected from officials of BATA Ltd, various books and internet.

Master Of Business Administration (Mba)

Activities and Societies: Summer internship project

Bachelor Of Commerce (Bcom) Honors, A

High School, Business/Commerce, General

High School, General Studies